Tenancy Account Manager / Lettings – Client-Focused Operations
Full-time | In person | Office-based in Henley-in-Arden
This is an office-based lettings role for someone who gets things done, keeps deals moving, and delivers a seamless experience from property instruction to tenancy start.
You will manage landlord and tenant journeys via phone, email, and video calls, progress lettings from viewing to move-in, handle tenancy renewals, resolve issues, and ensure nothing falls through the cracks. You own the entire lettings process from property listing to keys handed over.
Working as part of a small, close-knit team of 6 in our Henley-in-Arden office, you'll collaborate daily to deliver exceptional service to landlords and tenants across the UK.
This is not a passive admin role. Deadlines matter. Accuracy matters. Follow-through matters.
What you'll be responsible for
Lettings & move-ins
* Manage the end-to-end letting process from property instruction to tenancy start
* Coordinate property advertising, tenant viewings, referencing, contracts, and deposits via phone, email, and video calls
* Hit move-in deadlines and reduce fall-throughs
* Act as main point of contact for landlords and tenants throughout the letting process
* Ensure all compliance and legal requirements are completed accurately and on time
Tenancy renewals & retention
* Proactively manage tenancy renewals and property relisting
* Reduce void periods by keeping landlords engaged and properties active
* Support landlords coming to the end of their tenancies with clear next steps
Client relationship management
* Provide responsive, professional support to landlords and tenants via phone and email
* Build rapport and foster long-term client relationships
* Handle enquiries efficiently and resolve issues before they escalate
Revenue & upselling
* Identify opportunities to upsell additional services (compliance certificates, professional photography, inventories, accompanied viewings)
* Support personal and company revenue targets through cross-selling
Compliance & documentation
* Manage legal certifications (EPCs, Gas Safety, EICRs) and ensure regulatory compliance
* Keep accurate records in HubSpot CRM
* Facilitate deposit registrations and assist with dispute resolution
Pipeline management
* Progress lettings accurately using HubSpot and keep things moving
* Collaborate with team members to streamline operations
* Maintain a clean, up-to-date pipeline
What good looks like in this role
* 15–20 successful tenancy move-ins per month
* High retention rate on tenancy renewals
* Minimal fall-throughs due to proactive management
* Fast response times and clean CRM records
* Strong upsell attachment rate on ancillary services
High performers stay on top of deadlines, communicate clearly, and take ownership.
What we're looking for
* Experience as a lettings negotiator, property manager, lettings coordinator, or in estate agency operations
* Strong organisational skills and ability to manage multiple lettings simultaneously
* Excellent phone manner and written communication skills
* NFOPP, ARLA, or other property qualifications desirable but not essential
* Calm under pressure and comfortable managing competing priorities
* Proactive mindset—you spot issues early and solve them
* Comfortable working to service standards and performance metrics
* CRM discipline and attention to detail (HubSpot experience a plus)
* Confident using phone systems (RingCentral), email, and video calling platforms
* Team player who thrives in a small, collaborative environment
If you avoid responsibility or struggle with deadlines, this role won't suit you.
What we offer
* £26,000–£30,000 basic salary (depending on experience)
* Performance bonus scheme (commission + quarterly bonus)
* Realistic OTE £38,000–£42,000 (actual earnings of current team members range £32k–£42k)
* Clear targets and transparent bonus structure
* Training on compliance, platform, HubSpot, and best practice
* Support to achieve industry qualifications (NFOPP, ARLA)
* Small, supportive team environment in Henley-in-Arden
* On-site parking
* Casual dress
* Performance-led culture with genuine career progression
About LettingaProperty.com
LettingaProperty.com is an award-winning digital letting platform that's been helping landlords across England, Scotland, and Wales let and manage their properties for over 17 years. We currently serve 1,600+ landlords, combining our online platform with experienced people to deliver results at scale.
Apply if you want a lettings role where service quality and results are directly rewarded.